Client Service Representative

About Hingham Institution for Savings

We're Hingham Institution for Savings, and we've been a part of the community since 1834, making us one of America's oldest and most respected banks! Today, we're a family-run, publicly traded bank with a focus on building lasting relationships and providing exceptional service in Boston, Nantucket, Washington D.C., and the San Francisco Bay Area. We're a tight-knit team of just under 100 people, all dedicated to our mission of strong financial results and a supportive, growth-oriented culture. Our Retail Banking Group, right here in Massachusetts, is where we get to connect with our neighbors, offering personal and small business banking. 

About the role

Hingham Institution for Savings is seeking a Client Service Representative (CSR) for its Nantucket branch.

As a Client Service Representative, you will play a crucial role in our team by fostering deposit growth. You will achieve this by serving as a friendly and knowledgeable point of contact for our consumer and business clients, building relationships, understanding their needs, and offering effective solutions. Your responsibilities will include empowering clients to independently manage their accounts and resolve any product, service, or account issues they may have, while ensuring their requests are handled efficiently and maintaining the highest standards of operational integrity. Furthermore, you will have the opportunity to actively contribute to the bank's operational improvement through process and policy innovation. We encourage and value all team members' ideas, regardless of position or title, as we strive to become one of America's leading banks. This role has an in-office requirement. 

Responsibilities

• Cultivate strong customer relationships through exceptional service, fostering trust and loyalty that directly translates to increased deposit growth. 
• Deliver exceptional customer service proactively address and resolve customer inquiries with empathy and efficiency, ensuring every interaction is positive and leaves a lasting impression. 
• Support business development efforts and act as a master sales associate to help drive deposits by providing "legendary" customer service that exceeds expectations, building strong relationships and identifying opportunities to refer clients to specialized services that meet their unique needs.
• Ensure Secure and Seamless Transactions: Accurately and efficiently process transactions while strictly adhering to security protocols and operational guidelines. Maintain compliance and safeguard client assets by ensuring all transactions are handled with care. 
• Become a Trusted Financial Advisor: Engage in meaningful conversations with customers to understand their financial goals and educate them on our comprehensive range of products and services, empowering them to make informed decisions.
• Maximize Efficiency and innovation: Drive process improvements to streamline operations and enhance customer experience, while also fostering a culture of innovative problem-solving. Identify and implement efficient solutions to optimize workflows and champion creative approaches to enhance service delivery.
• This role requires employees to be in office. 

What does success look like at HIFS? 

• Contribute to our amazing culture and grow your career. We are looking for engaged talented individuals that can make a big impact. We have big bank ambitions but with a small bank vibe. Anyone with great ideas and a passion for helping customers can be successful and develop a rewarding career at HIFS. 

• We have a flat organizational structure and operate with agility. All our team members are empowered to use their creativity and innovation to create and implement tangible improvements to the bank. You can help us grow!

• Demonstrate a genuine passion for helping people and a commitment to providing exceptional customer service. You'll possess the ability to listen attentively, communicate effectively, and problem-solve creatively! We are committed to providing exceptional training and development opportunities. 

Qualifications

• High School Diploma required, Associates or Bachelors degree preferred
• Ability to engage customers in a friendly and welcoming manner
• Independent problem solving skills
• Basic computer skills - familiarity with Google GSuite preferred
• Advanced customer service skills
• Ability to quickly learn and adapt in a rapidly changing environment.

Benefits

As a family-run company, we offer an excellent benefits package. Hingham is one of the most profitable banks in the country and our profit-sharing program offers all employees the opportunity to participate in this success.

• 401K Matching 
• Health Benefits with Employer Contribution
• Life Insurance
• Paid Time Off
• Family Leave
• Short & Long Term Disability 
• Wellness Benefits

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